Businesses, agents, customers — everybody wins
Zendesk AI allows companies to scale their customer service without compromising on quality so that everybody wins: customers get immediate responses to their common requests, agents are freed up to focus on complex tasks, and businesses become more productive and agile.
Productivity
AI boosts productivity by identifying manual work that can (and should) be automated, and letting agents handle requests that really need the human touch.. At most companies, 50 to 70 percent of customer service requests are driven by just 20 to 30 topics. Using real-time intelligence to understand and automate responses to those topics helps businesses be as efficient as possible.
Agility
Zendesk AI enables businesses to be more agile and resilient, especially in times of volatility or peak demand. By automating away common issues and removing that burden from their agents, service teams can adapt to sudden changes in ticket volumes and operate more effectively across their entire organization. Zendesk AI's deflection and agent support also helps businesses onboard and train new agents faster — a big advantage for teams facing staffing and hiring challenges.
Happy agents
The job of an agent can be very stressful. Zendesk AI makes their life a lot easier by shielding them from repetitive requests and helping them solve customer issues more effectively. Agents feel less overwhelmed and are freed up to tackle more complex, meaningful work — with a direct impact on job satisfaction and retention.
Loyal customers
AI elevates the customer experience. People want fast, effective support on every channel, from bots and agents alike. Feeling heard and seen has a direct impact on how customers perceive your brand – and whether or not they come back. More than 80 percent of customers say a positive service experience increases the likelihood they’ll make another purchase.
“At most companies, 50 to 70 percent of customer service requests are driven by just 20 to 30 topics. Using real-time intelligence to understand and automate responses to those topics helps businesses be as efficient as possible.”
CRISTINA FONSECA
VP, Product